基于Kano模型的住院患者满意度影响因素识别与改进

Identification and Improvement of Influencing Factors of Inpatients Satisfaction Based on Kano Model

目的识别住院患者满意度影响因素,制定针对性质量改进策略。方法基于Kano模型,使用住院患者满意度影响因素Kano调查问卷,对某院624名住院患者及家属进行问卷调查。结果根据满意度影响因素敏感性矩阵结果,优先改进必备属性5项服务、期望属性3项服务与惊喜属性1项服务。实施改进措施后,患者满意度得以提升。结论Kano模型能够明确患者满意度影响因素的影响力大小,进而对服务项目的优先改进顺序和资源的投入方向进行有效引导,便于医院高效、精准地提升患者满意度。

Objective To identify the influencing factors of inpatients satisfaction and develop targeted quality improvement strategies.Methods Based on Kano model,624 inpatients and their family members were surveyed by Kano Questionnaire on Influencing Factors of Inpatient Satisfaction in a hospital.Results According to the results of the sensitivity matrix of satisfaction influencing factors,priority was given to improving 5 essential attributes,3 expected attributes and 1 surprise attributes.After implementing the improvement measures,patient satisfaction was improved.Conclusion Kano model can define the influence of influencing factors of patient satisfaction,and then effectively guide the priority improvement order of service projects and the direction of resource investment,which is convenient for the hospital to improve patient satisfaction efficiently and accurately.